Altigen AltiSupervisor Spécifications télécharger pdf (Page 36)

30 MaxSupervisor Manual

To coach an agent

1. On the Agent State tab, click to select an agent connected to an

incoming workgroup call.

2. Click the Coach button to ring your extension, then speak to

the agent through the handset. The agent hears a tone, alerting the

agent that coaching has been initiated.

Alternatively, using the handset, press # 59 + <agent extension> +

<workgroup password> + 3.

3. To exit the call, click the Stop button at the bottom of the tab.

The Stop button becomes available on the tab after you click Coach.

Recording Calls

A supervisor can record conversations between a workgroup agent and a

customer. Recorded conversations can then be played back through voice

mail or accessed at a centralized location, depending on how your system

is set up.

Note: The system administrator must have enabled the Non-Workgroup

Call recording option for your extension.

WARNING: Listening in to or recording a conversation without the

consent of one or both parties may be a violation of local,

state and federal privacy laws. It is the responsibility of the

users of this feature to assure they are in compliance with all

applicable laws.

To record a call

1. On the Agent State tab, right-click on the agent call to open a context

menu.

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Altigen AltiSupervisor Spécifications Page 36